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Background and Introduction to ITIL and IT Service Management

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Information Technology Learning Agenda/Learning Objectives What is ITIL The history of ITIL The key components of version 3 (the Lifecycle) The key advantages and Objectives of ITIL

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Information Technology Learning 4Ps of IT Service Management ITSM Partner/ Supplier People Product/ Technology Process How does your organization balance these 4 Ps?

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Information Technology Learning Business and IT Alignment OrganizationCORE Business ProcessIT Service OrganizationIT Service ManagementIT Technical Activities ITIL Framework Objectives: Want to make a lot $$$ Want to have a good image and reputation Objectives: Want to make a lot $$$ Want to have a good image and reputation Retail (incl. POS) Marketing Buying & Procurement Retail (incl. POS) Marketing Buying & Procurement Website, E-mail Procurement System Point of Sale (POS) PCs, Networks, Servers Website, E-mail Procurement System Point of Sale (POS) PCs, Networks, Servers ITSM ensures Service Provision are: What we need Available when we need them Provisioned at the right cost ITSM ensures Service Provision are: What we need Available when we need them Provisioned at the right cost

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Information Technology Learning The Multiple View of IT IT ComponentOrganizationServiceAsset Component of systems and processes Internal unit/function of the enterprise or commercial service provider Type of shared service utillized by business units Capabilities and resources that provide a dependable Streams of benefits

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Information Technology Learning The Multiple View of IT IT ComponentOrganizationServiceAsset Our billing system is IT-enabled We use IT to immprove interaction with our customer through self-service terminal at key location IT touches every part of our business & without appropriate control, then in itself is a risk Our IT is headed by a CIO with tremendeous experience in the industry Our heavility concentrated centralized IT suits our business model which more than anything requires stability and control over business operation IT doesnt understand the language of our business. Much is lost in translation I havent been able to access the internet service since yesterday. When do you expect the service to restore? Our remote-access service is very secure but it also very difficult to setup and use We decided not to build our own enterprise apps for admin functions. We outsource. IT is at the core of our business process We use it to create value for customer It is part of our production process Our IT investments are like COGS The are direct cost, not overheads IT is our business

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Information Technology Learning What is ITIL & IT Service Management? ITIL stands for IT Infrastructure Library It is a Good Practice Framework for IT Service Management It is GUIDANCE rather than a standard ADOPT & ADAPT No such thing as Compliance

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Information Technology Learning Sourcing of SM Practice Standards Industry practices Academic research Training & education Internal experience Employees Customers Suppliers Advisors Technologies Subtitutes Regulators Customers Competition Compliance Commitments Knowledge fit for business objectives, context, and purpose Drivers (Filter) Scenarios (Filter) Enablers (Aggregate) Sources (Generate)

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Information Technology Learning Some Relevant Bodies The UK Office of Government Commerce (OGC) The IT Service Management Forum (itSMF) The Information System Examination Board (ISEB) The Examination Institute for Information Science (EXIN)

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Information Technology Learning The Process Driven Organization the process decide

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Information Technology Learning Process-based Model Service Level Management Change Management Problem Management

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Information Technology Learning The Evolution of ITIL Version 1 individual books Very mainframe focused Version 2 Integrated process framework Service Support & Service Delivery Version 3 Service Lifecycle (2007+) Service Strategy, Service Design, Service Transition, Service Operation, Continual Service Improvement

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Information Technology Learning The Evolution of ITIL Up to 2000 very much concentrated in Northern Europe and more widely adopted in Government Now Adopted across the world all regions Adopted across all industry sectors Used by all types of organisations (Internal, External service providers) Used by organisations of all sizes It is the de-facto standard for IT Service Management

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Information Technology Learning Key Component of ITIL V3 Service Design Service ITIL Service Strategies Service Operation Service Design Continual Service Improvement Service Transition

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Information Technology Learning Key Component of ITIL V3 Portfolio Management Demand Management Financial Management of IT Service Service Strategy Policy Planning & Implementation Availability Capacity IT Service Continuity Service Level Management Service Design Change, Build & Test Release & Deployment Management Service Asset & Configuration Management Knowledge Management Service Transition Event & Request Management Incident Management Problem Management Technology Operations Access Monitoring & Control Service Operation Measurement Trends Reporting & Analysis Review Assessment Service Improvement Continual Service Improvement

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Information Technology Learning Key Advantages of ITIL Independent (and in Public Domain) Comprehensive and Modular Links IT to the Business Universally applicable Business based approach to IT Common Vocabulary andit works (at least in canif done well)

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Information Technology Learning Key ITIL/ITSM Objectives To align IT services with the current and future needs of the business and its Customers To continually improve the quality of the IT services delivered To reduce the long-term cost of service provision In addition, the ITIL framework helps improve the availability, reliability, stability and security of mission critical IT services by providing demonstrable performance indicators to measure and justify the cost of service quality.

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Information Technology Learning Learning Objectives Achieved? What is ITIL The history of ITIL The key components of version 3 (the Lifecycle) The key advantages and Objectives of ITIL

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Cultural Aspects & Excellence in Customer Service Intro to ITIL and IT Service Management

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Information Technology Learning Cultural Aspects & Excellence in Customer Service Customers & consumersProcess improvementManagement commitmentWhat is culture?What is service culture?What is customer service?Customer profiling?

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Information Technology Learning Customers & Users A customer is a recipient of a service - someone who deals with trader & habitually purchases from them A user, in ITIL terms, is the person using the service on daily basis Traditional perception of customers by IT The way in which service is delivered is dependent on the people delivering the service

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Information Technology Learning What do customers want from IT? (Back to Basic) Services are available when THEY need them Value for money Services are Business Aligned Their expectations are better managed To be kept informed Confidence in ITs ability to deliver A single point of contact & communication

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Information Technology Learning What do IT Managers want? To deliver a professional, stable & consistently improved service to the business To demonstrate accountability & value for money To build a flexible & scalable service department they & their team are proud of

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Information Technology Learning Process Improvement Service Management implementation is a process improvement The objective of process improvement is to improve the service A Continual Service Improvement (CSI) is an ongoing initiatives

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Information Technology Learning Management Commitment Motivating & leading by example Authority given to required decision makers Sponsor & ITSM champion assigned Training Big picture & long term strategic solution Realistic implementation timetable Appropriate tools to support the process Under Project Management

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Information Technology Learning A customer is the most important visitor on our premises. He is not dependent on us. We are dependent on him. He is not an interruption of our work. He is the purpose of it. He is not an outsider to our business. He is part of it. We are not doing him a favour by serving him. He is doing us a favour by giving us the opportunity to do so. Mahatma Gandhi

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Information Technology Learning Service Culture A culture is value and beliefs of organization A service culture means orientation towards helping people people dont care how much you know until they know how much you care

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Information Technology Learning Customer Service Customer service is.. providing the right quality of services to meet the customers requirement help customers make best use of these services being receptive to customers needs and problems and provide them with effective support at all time Tools: Customer profiling